1. Who this code applies to

This Code of Conduct applies to all paid staff, volunteers, trustees, and contractors of The Healing Hubs, regardless of role, seniority, or length of service.

By agreeing to work or volunteer with us, you agree to uphold the standards set out in this code. Failure to do so may result in disciplinary action or termination of your role.

2. Our values

Everything we do at The Healing Hubs is guided by our core values:

Compassion — we treat everyone with warmth, empathy, and genuine care.

Respect — we value every person as an individual and treat them with dignity.

Integrity — we are honest, transparent, and consistent in everything we do.

Inclusion — we welcome everyone and celebrate diversity in all its forms.

Accountability — we take responsibility for our actions and their impact on others.

These values are not just words — they must be reflected in how you behave every day.

3. Treating people with dignity and respect

You must treat all service users, colleagues, volunteers, and members of the public with dignity, respect, and courtesy at all times.

You must not discriminate against, harass, bully, or victimise anyone on the basis of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, sexual orientation, or any other characteristic.

You must not use language, make jokes, or engage in behaviour that could be considered offensive, demeaning, or discriminatory — even if you believe it to be harmless.

If you witness behaviour that falls short of these standards, you have a responsibility to challenge it or report it.

4. Professional boundaries

Maintaining appropriate professional boundaries is essential to the safety and wellbeing of the people we support, and to your own wellbeing.

You must not develop personal or romantic relationships with service users.

Staff and volunteers may share their personal mobile number or personal email address with service users where this supports the delivery of their role. This is a matter of trust and professional judgement.

You must not share your home address or personal social media profiles with service users.

You must not accept gifts of significant value from service users or their families. Small tokens of appreciation (such as a card or a box of chocolates) may be accepted graciously, but must be declared to your line manager or the Volunteer Coordinator.

You must not visit service users at their home address unless this is an explicit and authorised part of your role.

You must not lend money to, or borrow money from, service users.

If you are unsure whether a particular action or relationship is appropriate, speak to your line manager or the Volunteer Coordinator before proceeding.

5. Confidentiality

You will have access to personal and sensitive information about service users, colleagues, and the organisation. This information is strictly confidential.

You must not share confidential information with anyone who does not have a legitimate need to know it — including family members, friends, or colleagues who are not involved in the relevant case or activity.

You must not discuss service users in public places where you could be overheard.

You must not post information about service users, colleagues, or the organisation on social media or any other public platform.

Confidentiality is not absolute. If you become aware of information that suggests a person is at risk of harm, you have a duty to share that information with the appropriate person. See Section 7 (Safeguarding) for further guidance.

All use of personal data must comply with our Privacy Policy and UK GDPR.

6. Honesty and integrity

You must be honest and transparent in all your dealings with service users, colleagues, and the organisation.

You must not make false or misleading statements about your qualifications, experience, or the services we provide.

You must not misuse Healing Hubs resources — including equipment, funds, or your position — for personal gain.

You must declare any actual or potential conflicts of interest to your line manager or the Board of Trustees as soon as they arise, and must not allow personal interests to influence decisions made on behalf of The Healing Hubs.

If you become aware of any fraud, financial irregularity, or other wrongdoing within the organisation, you must report it in line with our Whistleblowing Policy.

7. Safeguarding

The safety and wellbeing of the people we support is our highest priority. Everyone who works or volunteers with The Healing Hubs has a responsibility to safeguard the people we serve.

You must complete mandatory safeguarding training before beginning your role, and keep your training up to date.

You must be alert to signs that a service user may be experiencing abuse, neglect, or exploitation — including physical, emotional, sexual, or financial abuse.

If you have a concern about the safety or wellbeing of a service user — or of a child or vulnerable adult connected to our work — you must report it immediately to the Designated Safeguarding Lead. Do not attempt to investigate the concern yourself.

It is the policy of The Healing Hubs to refer all safeguarding matters to the Designated Safeguarding Lead or Deputy DSL in the first instance. The DSL will decide whether and how to involve outside organisations, including statutory agencies, health services, and third-sector partners.

In an emergency where someone is in immediate danger, call 999 first, then notify the Designated Safeguarding Lead or a member of management as soon as possible — do not wait until the next working day.

Failure to report a safeguarding concern is a serious breach of this Code of Conduct and may result in disciplinary action.

You must never place yourself in a situation that could give rise to a safeguarding concern. If you are ever unsure, seek guidance from your line manager or the Designated Safeguarding Lead.

8. Health, safety, and wellbeing

You must take reasonable care of your own health and safety and that of others who may be affected by your actions.

You must follow all health and safety guidance, risk assessments, and procedures relevant to your role.

You must report any accidents, incidents, near misses, or hazards to your line manager as soon as possible.

You must not attend work or carry out your volunteering role if you are unfit to do so — for example, if you are unwell, or if your ability to perform your role safely is impaired for any reason.

The Healing Hubs is committed to supporting the mental health and wellbeing of all staff and volunteers. If you are struggling, please speak to your line manager or the Volunteer Coordinator.

9. Use of social media and digital communications

You must use social media and digital communications responsibly and in line with our Social Media & IT Acceptable Use Policy.

You must not post anything online that could bring The Healing Hubs into disrepute, damage our reputation, or breach the confidentiality of service users or colleagues.

You must not connect with or follow service users on personal social media accounts, and must not share your personal social media profiles with service users.

When posting in a personal capacity, you must make clear that your views are your own and do not represent The Healing Hubs.

10. Attendance and reliability

The people we support depend on us. Please take your commitments seriously.

You must arrive on time and fulfil your agreed commitments reliably.

If you are unable to attend a session or fulfil a commitment, you must give as much notice as possible and notify your line manager or the Volunteer Coordinator.

Persistent unreliability without good reason may result in a review of your role.

11. Raising concerns

If you have a concern about the behaviour of a colleague, volunteer, or anyone else connected with The Healing Hubs, you are encouraged to raise it.

Concerns about the conduct of a colleague or volunteer should be raised with your line manager or the CEO.

Concerns about the conduct of the CEO or a trustee should be raised with the Chair of Trustees.

Concerns about wrongdoing within the organisation should be raised in line with our Whistleblowing Policy.

The Healing Hubs will not tolerate any form of retaliation against a person who raises a concern in good faith.

12. Breaches of this code

Breaches of this Code of Conduct will be taken seriously.

Minor breaches may be addressed through informal discussion and support.

More serious breaches will be investigated and may result in formal disciplinary action, including dismissal (for paid staff) or termination of a volunteering role.

Breaches involving criminal conduct, safeguarding failures, or serious harm to others may be referred to the police, the Disclosure and Barring Service, the Charity Commission, or other relevant statutory authorities.

13. Agreement

By working or volunteering with The Healing Hubs, you confirm that you have read, understood, and agree to abide by this Code of Conduct.

This code should be read alongside our other policies, including the Safeguarding Policy, Volunteer Policy, Professional Boundaries Policy, and Social Media & IT Acceptable Use Policy.

If you have any questions about this code or are unsure how it applies to a particular situation, please speak to your line manager or the Volunteer Coordinator.